Managing device drivers

From the course: Windows 10: Troubleshooting for IT Support

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  • Course details

    Windows 10 is the most secure and reliable operating system ever from Microsoft. But when things go wrong, your users need your help to troubleshoot their issues. In this course, instructor Andrew Bettany provides a comprehensive guide to troubleshooting a range of Windows 10 issues commonly encountered by IT professionals—especially help desk professionals tasked with user support. Learn how to remotely help your users, troubleshoot hardware and software, and restore Windows 10 should you need to. You can discover how to resolve user account and permissions issues, and troubleshoot file access, networking and Wi-Fi problems, and Windows 10 startup issues. Plus, learn how to resolve app incompatibilities, diagnose and fix performance bottlenecks. Andrew wraps up the course with a look at essential maintenance tasks that will keep Windows 10 users from encountering problems in the first place.


    • Click here to view Andrew Bettany’s instructor page

      Andrew Bettany

      Azure Skills Lead for Higher Education, Microsoft UK. Specialist in Azure, Microsoft Teams, and Microsoft 365 training.

      Andrew Bettany is a trainer and author specializing in Microsoft technologies and social media strategy.

      Andrew focuses on cloud and mobility technologies, including Windows 10, Office 365, Microsoft Intune, and Microsoft Azure. He is a keen networker who is passionate about helping people—from young adults to apprentices and career changers—pursue and achieve their learning goals and gain certifications. For eight years, he managed and grew the IT Academy at the University of York, until deciding to focus more on other opportunities, consulting, authoring, and freelance training. He also sits on several company boards as a director and advises on business development and strategy.

    Skills covered in this course

  • Welcome

    - [Narrator] We saw at the beginning of this module that drivers are designed to allow the PC to communicate with a specific piece of hardware. Missing or out of date drivers can cause problems. So how do we manage these drivers? And what do we need to do to find a new one? The first thing to do is to see if there are any driver issues that might be causing the problem with a PC. To troubleshoot this, we'll use the device manager and check for missing drivers. For example, if we identify that an external monitor is missing the correct driver, we can now install or reinstall this driver to fix the issue. We can use the device manager to update the driver software. Or, use the automated Windows of Data to do this for us. During the update process, you will be prompted to choose where Windows will search for the driver. This could be using Windows Update, or by manually locating the driver yourself on the computer. If we choose the manual search option, we must have access to the driver. Many drivers are available to download directly from the manufacturer's own websites. Once located, they can be downloaded and ready to use. You'll save them to a location and then access this using the device manager when you update the driver. We saw in an earlier video that you can use a restore point to undo or roll back system changes. However, you can also use the Roll Back Driver feature in Device Manager, which is located on the driver tab on the Device Properties. I've returned to Device Manager and will now pretend that we've had a new device driver installed. The device with the network adapter has started to cause issues and we need to remove the new device driver software. I'll locate the network adaptor. In this case, the Intel Ethernet Connection, and right click and select Properties. I'll then select the driver tab. Here, we can see the option to roll back driver. So we've seen how to deal with common hardware and driver issues and seen the tools that we can use to fix problems. But how do you identify the culprit component or resource that's been causing the issue? What is the best route or scheme to use to narrow down the problem and then find the solution? The first step is to ask the in-user the who, what, why, where, and how questions we learned about in the first video. Hopefully, this should help you to narrow down the end result of the issue. For example, the printer does not work, the PC keeps crashing, or I have no sound. From here, you can start to work on the subsystem of the machine, identifying possible causes to the problem. So for a printer not working, it could be that the device driver is missing. Or a network issue. Or that the printer has never been set up on the PC in the first place. During the conversation, reiterate the who, what, where, and how questions to narrow down the possible causes. For example, have you been able to print in the past? Have other people had the same problem? Is the printer switched on? Then, if the issue seems to be hardware related, you can use the device manager, or a troubleshooting wizard, to gain more information on the installed hardware. If the issue seems to be a lack of system resources, then try using the task manager, or resource monitor to investigate further. You can also use a decision tree to map out each step that you need to perform to solve the problem quickly. For example, is the issue hardware or software related? If you think hardware, than the next branch on the decision tree could be, is it a hardware resource or a hardware corruption issue. If you think software, then the next branch on the decision tree could be, is it a resource issue, or a software corruption issue, for example. Each step along the tree, you can suggest tools that you'll use.

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